Disappointed and disgusted

I am extremely disappointed and disgusted at the same time. I booked for full body massage for my mother and I as it's my mom's birthday tomorrow and to-date below is how my experience has been terrible

1. When I called last week spoke to a lady by the name if Zaza or Zazi but her name had a Z. The lady had zero telephone etiquette so terrible that I had to ask her if she was okay and she just said well I am sorry 😞. Did not understand why she had to apologize instead of just being professional since she is in the service/hospitality industry 🤷🏾♂️.

My booking was made for today at 12 noon. And I was advised to arrive at the Spa 15mins earlier. I got there right on time and the place was locked with no sign of anyone not sure why you guys do not have a receptionist 🤷🏾♂️. I then went with my mom to the Protea reception and the lady said " It could be" that they have a client. This kind of response was not very convincing for me as it has no cer*****y. I walked up and down the Spa entry to the reception trying to figure out what's going on.

Called the Spa, no answer tried to call this number 3 times and still no answer 😕. Decided to walk back again at 12:15 that's 30mins after my arrival and found the door open. I asked the ladies what was going on with my booking and all they said with an irritated face "we had treatments there was nothing else we could do" okay wow, how about calling me and let me know that there is a delay so I can attend to other things 🤔 it's not like I have disposable time just to waste. I got yet another cold apology 😒.

As if this was not enough, we were ushered to a room with 2 beds and ooh my oow my disgusting dirty throws folded on the beds for us to use 😒 😪 wow how does a Spa at Protea hotel serve dirty throws/ fleece like that?

I asked the ladies why we had dirty fleece and she just said sorry, I continued to ask if she can see what I am referring to and she confirmed and conveyed yet another cold apology.

I was made to feel like this was a free service, like I was bothering the ladies. I was shocked to notice that on one of the lady's name badge it says team Leader and yet have zero customer service experience 🙄.

Now these are my questions.

1. Why have people to answer phones if they have zero etiquette

2. Why not have someone to contact clients and inform them of delays or have a receptionist who can make sure clients have been made comfortable instead of walking up and down the hotel looking for answers?

3. Is there a reason why dirty throws are being used or atleast good quality white towels?

4. Why are your the****** so cold and cannot even smile?

5. Why have a manager's number accessible when no response is given to calls?

I am extremely livid and disgusted by the entire experience after paying my money. This was supposed to have been a relaxing time and not stressful time.

This was a waste of my money and I will never recommend or use your Spa ever again.